Lessons Learned during the use of Global Investment Promotion Benchmarking in Indonesia

1. Lessons Learned during the use of Global Investment Promotion Benchmarkingin Indonesia March 28, 2011 Greg A. Elms Senior Private Sector Development Specialist World Bank Group, Jakarta, Indonesia

2. The use of GIPB in Indonesia “Evolved” over time Perhaps you have seen this amusing cartoon about evolution before? “Somewhere, something went terribly wrong…”

3. Evolution of the use of GIPB in Indonesia Use of GIPB has been trending “right” in Indonesia because we learned a few things along the way… Wow! Excellent Website and Response! X “Somewhere, something went terribly wrong…” RIGHT

4. ‘ In The Beginning… ’ • The first round of GIPB results were sent directly from HQ to the National IPI in Indonesia • Absence of both top level and operational champions at the national IPI at that time meant that the customized report was not acted on... • Absence of prior face-to-face briefing of National IPI senior staff on GIPB resulted in lack of awareness of the role and value of GIPB • Some reactions were “negative” because without prior explanation, some perceived the report as a criticism rather than as a diagnostic. What is this?!? Why did they rate me so low?!? Will IPI react negatively??

5. ‘ Then there was Engagement… ’ • GIPB was used in a Sub-National IPI project as an M&E tool measure baseline and performance improvements of clients • Engagement with the clients helped them understand that: • Country-specific institutional results would not be shared publicly • GIPB is a diagnostic tool to identify areas needing improvement • Result: increased understanding of GIPB purpose and comfort with participating in GIPB Lesson Learned: Where possible, deliver the GIPB report to the IPI via the local office. This provides an opportunity to explain the nature and use of GIPB and to identify potential champions who can implement change

6. ‘ Timing is Everything… ’ • GIPB was incorporated in the project design as an M&E indicator, but the discussions on the use of GIPB were held in the second half of the project. • Once GIPB results were presented, the clients could more easily see the “real world” impact of their website content and email or phone responses (or lack of same). • We realized that presenting GIPB soonerwould have resulted in action being takensooner on website improvements and inquiry response time. Lesson Learned: Present GIPB early to accelerate improvements in investor information and inquiry handling…

7. ‘ It’s Never Too Late… ’ • National Elections resulted in new leadership at National IPI. • This created an opportunity for the local office to re-submit the previous GIPB report to new champions of reform • It is often easier for new Administrations to make significant changes during the first year of their Term of Office… Glad we got this at the start of our Term! Lesson Learned: If Elections result in new IPI Administrations, resubmit past reports immediately to help inform Change Management planning…

8. ‘ GIPB is much more than just an M&E Indicator ’ • New leadership at the National IPI brought in highly capable public and private expertise to improve the website and set up an Investor Relations Unit to rapidly respond to investor inquiries. • GIPB provided a clear Diagnostic on where weaknesses existed, and then provided Knowledge on how to improve. • The new reform champions were able to directly use the GIPB report to implement improvements on their own. Easy as Pie! Lesson Learned: In addition to being a diagnostic indicator, GIPB provides valuable Knowledge that the client can immediately self act on...

9. Recap of Lessons Learned • Engage local office in GIPB report delivery if possible • Undertake & deliver GIPB survey results early on • Seize the opportunity to re-submit reports to new Administrations • GIPB is a Knowledge Tool as well as a Diagnostic Indicator Thank you GIPB!